Benjamin Crider Email & Phone Number

Boca Raton, Florida, United States

- Lead a team of customer service representatives, improving efficiencies through training initiatives, new helpdesk software, increased metric visibility and motivation.- Reduced operational costs by more than 40%.- Overhauled reporting platforms and metrics to provide better visibility to important metrics while reducing effort to run the reports.- Managed all equipment ordering, inventory, provisioning, and shipment for new and existing Enterprise level business customers.- Verified and initiated billing for new customers after going live to ensure SOCKS compliance guidelines were being met and we were fulling billing customers for all hardware & software setup for them.- Built a customer facing online support portal for questions and ticket submission, review and updates with how-to articles to encourage self-help to reduce escalations.- Implemented a remote work plan and coordinate customer service schedules across three sites across the in Florida, Vancouver, and Manila to ensure our customers are able to reach us and speak to a person any time of the day.

West Palm Beach, Florida Area

- Built a US based customer service team for magicJack support, implementing both chat and live telephone customer assistance.- Lead new support customer service training sessions while building training material.- Promoted from within to implement a new trainer program to encourage skill building and continued team growth of representatives after onboarding.- Implemented a quality team to review customer communications and provide feedback to representatives on areas they were doing well in and areas to improve.

West Palm Beach, Florida Area

- Responsible for creating and maintaining new call center reports to increase efficiency, consistency and reduce costs.- Develop the Technical Systems Support team- Build and maintain a knowledge library with support documentation to assist representatives in quickly finding accurate assistance material. - Assist in building support schedules to accommodate our customers busy lifestyle and customer support needs.

Bridgeton, Missouri

- Responsible for building and implementing new call center reports to increase efficiency, consistency and reduce costs.- Develop Ad-Hoc reports as needed to identify data trends- Built an enhanced scorecard trending report to determine bottom performers that encompasses multiple metrics on a % to goal basis utilizing SQL data pulls and VBA coding through use of Microsoft Excel.- Developed and maintained relationships with 30+ supervisors, 6 managers, director and VP of a call center environment housing 600+ employees.- Update and manage representative to supervisor assignments to ensure representatives are placed with a supervisor whose schedule closely matches their own.

Bridgeton, Mo

- Advanced telephone troubleshooting- Activate and troubleshoot call forwarding- Assist in troubleshooting fax connections to ensure proper function- Activate Caller ID on TV functionality- Send field technicians if not able to complete troubleshooting over the phone

Bridgeton, Mo

- Actively and consistently support all efforts to simplify and enhance the customer experience. - Process customer orders in a courteous, efficient and timely manner.- Effectively present and discuss Charter products and services.- Convey an image of quality, integrity and superior understanding regarding services.- Manage customer interactions professionally and efficiently.- Effectively address customer questions, complaints and concerns.- Remain current and knowledgeable on every aspect of supported product.- Facilitate customer issue escalations to local management/support as required. Determine necessity for field visits.- Comply with company and call center policies and procedures.- Accurately document customer account records based on actions taken.

O'Fallon, Mo

- Organize and follow up with potential customers to gain additional accounts for Verizon Wireless- Discover wireless needs and present a solution that would fill those needs- Teach wireless classes on smart devices to ensure customers understand how to use the basic and advanced functions of their wireless devices.- Troubleshoot basic and advanced issues on smart devices to determine if device can be fixed or needs to be replaced due to manufacture or physical damage.